AvMed Deploys Conversational Voice Self-Service From TuVox and ScanSoft.CUPERTINO, Calif. -- TuVox, the pioneer in enterprise software for speech applications, today announced that AvMed Health Plans, Florida's largest not-for-profit health plan, has deployed speech applications from TuVox and ScanSoft (Nasdaq:SSFT SSFT Secure Socket File Transfer ) to enhance its customers' service offerings with superior voice-enabled self-service. By replacing its touch-tone IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. system with a conversational voice self-service solution from TuVox and ScanSoft, AvMed now leverages state-of-the-art speech applications to better service its health insurance members and medical providers, as well as reaps the benefits of increased call automation. Currently, 40 percent of AvMed's incoming calls are automated by TuVox speech applications, representing a substantial savings for the company. AvMed expects automation to continue to increase as they add additional feature enhancements. With tens of thousands of incoming calls every month, AvMed realized that it was critical to make the self-service experience simple, intuitive and effective for callers. With TuVox and ScanSoft, AvMed was able to quickly and easily replace its DTMF (Dual-Tone MultiFrequency) The type of audio signals that are generated when you press the buttons on a touch-tone telephone. See also DMTF. DTMF - Dual Tone Multi Frequency system and rapidly reap the cost savings and customer service benefits of sophisticated speech applications for their members and providers. "As part of AvMed's effort to provide better self-service capabilities for our members and medical providers, we have already realized the cost and customer service benefits of replacing our touch-tone IVR system with a much more sophisticated solution from TuVox and ScanSoft," said John Higbee, CIO CIO: see American Federation of Labor and Congress of Industrial Organizations. (Chief Information Officer) The executive officer in charge of information processing in an organization. of AvMed. "Because of the application lifecycle management The administration and control of an application from inception to its demise. It embraces requirements management, system design, software development and configuration management and implies an integrated set of tools for developing and controlling the project. suite built into the TuVox premise-based solution, we are able to avoid costly professional service fees typically associated with sophisticated speech applications and can maintain the applications easily and cost-effectively with our internal resources, trained by TuVox." The joint solution from TuVox and ScanSoft enables AvMed medical providers to bypass hierarchical push-button (electronics) push-button - A roughly fingertip-sized plastic cover attached to a spring-loaded, normally-open switch, which, when pressed, closes the switch. Typical examples are the keys on a computer or calculator keyboard and mouse buttons. mazes, and instead complete their transactions by simply stating requests like "I'd like to check member eligibility and co-payment," "I'd like to request new service pre-authorization," or "I'd like to obtain member insurance information." Likewise, health insurance members can easily interact with the speech application to confirm referrals, check eligibility and confirm insurance deductible That which may be taken away or subtracted. In taxation, an item that may be subtracted from gross income or adjusted gross income in determining taxable income (e.g., interest expenses, charitable contributions, certain taxes). information. "The addition of AvMed to our growing customer roster highlights the industry's progress in recognizing the compelling benefits enterprises can reap from voice self-service," said Larry Miller Larry Miller is the name of several notable people:
About AvMed Health Plans AvMed Health Plans is Florida's largest not-for-profit health plan, improving access to health care for members for more than 30 years, while serving Florida communities in the major metropolitan areas of the state. Through an extensive broker network, AvMed offers health care coverage on a fully insured and self-funded basis for employer groups employer group Association of employers Managed care An entity with a current group benefits agreement in effect with a health plan to provide covered health care services to its employee-subscribers and eligible dependents. in Florida. Additionally, AvMed offers health care product to Medicare beneficiaries in South Florida. AvMed has offices in Miami, Fort Lauderdale Fort Lauderdale (lô`dərdāl), residential, commercial, and resort city (1990 pop. 149,377), seat of Broward co., SE Fla., on the Atlantic coast; settled around a fort built (c.1837) in the Seminole War, inc. 1911. , Palm Beach, Orlando, Tampa, Gainesville and Jacksonville. For more information, visit www.avmed.org. About ScanSoft ScanSoft, Inc. (Nasdaq:SSFT) is a global leader of speech and imaging solutions that are used to automate a wide range of manual processes -- saving time, increasing worker productivity and improving customer service. For more information regarding ScanSoft(R) products and technologies, please visit www.scansoft.com. About TuVox TuVox is the leading provider of enterprise software for speech applications. TuVox award-winning software creates a superior caller experience through sophisticated speech applications that are fast to develop and easy to deploy and maintain. Built completely on open standards Specifications for hardware and software that are developed by a standards organization or a consortium involved in supporting a standard. Available to the public for developing compliant products, open standards imply "open systems;" that an existing component in a system can be replaced , TuVox's patent-pending enterprise software can automate virtually any type of call -- including natural language call routing, self-service transactions, information requests and product support. TuVox has pioneered industry-leading SmartGen(TM) technology that allows enterprises to quickly create highly sophisticated and conversational speech applications from their existing content, data and business processes. TuVox's mission is to create high quality voice applications that deliver a superior and differentiated caller experience, and to make voice automation so cost-effective that any enterprise can deploy it. TuVox customers include companies such as Activision, AvMed, Columbia House, Definity Health, Netflix, Oriental Trading Company, Roxio, TiVo, TV Guide and the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. Postal Service postal service, arrangements made by a government for the transmission of letters, packages, and periodicals, and for related services. Early courier systems for government use were organized in the Persian Empire under Cyrus, in the Roman Empire, and in medieval . For a demonstration or more information, visit www.tuvox.com or call 1-866-257-1830. TuVox, SmartGen and TuVox Speech Technology Protection Plan are trademarks of TuVox Incorporated. All other company or product names mentioned may be trademarks or registered trademarks of the respective companies with which they are associated. ScanSoft, the ScanSoft logo and SpeechWorks are trademarks or registered trademarks of ScanSoft, Inc. or its subsidiaries in the United States and other countries. All other company names or product names may be the trademarks of their respective owners. |
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